Executive leader transforming ABC Fitness's Customer Support leveraging AI and new operational strategies. Responsible for driving enterprise - wide change and overseeing customer experience enhancements.
About the role
- Website Builder at WellnessLiving creating AI-assisted websites for health and wellness businesses. Managing customer accounts and iterating based on feedback through the entire build process.
Responsibilities
- Manage a portfolio of customer accounts and build websites from brief to launch using our AI-assisted vibe coding infrastructure and emerging technologies
- Participate in customer intake conversations, asking the right questions to surface what a successful implementation should look like before a build begins
- Translate customer vision and requirements into well-structured, functional websites by working closely with customers throughout the process
- Iterate on builds based on customer feedback, balancing responsiveness with scope discipline
- Keep your account queue organized and up to date so nothing slips and deadlines are met consistently
- Own end-to-end communication with customers throughout the build, from intake through to launch sign-off, keeping them informed and confident at every stage
- Lead structured touchpoints at key milestones, intake, mid-build review, and pre-launch walkthrough, so customers always know where their project stands and what comes next
- Send timely, professional updates using consistent messaging that reflects our commitments, manages expectations clearly, and proactively addresses questions before they become blockers
- Handle scope changes and evolving requirements directly with customers, clearly communicating trade-offs and timelines so nothing surfaces at the wrong moment
- Escalate complex issues or at-risk accounts to leadership early, with clear context and a recommended path forward rather than waiting for problems to compound
- Establish and document communication standards for the team, including message templates, update cadences, and tone guidelines, so every customer receives a consistently excellent experience regardless of who is handling their account
- Define and champion follow-up protocols: when to reach out, what to say at each project stage, and how to re-engage customers who go quiet, turning these into repeatable, team-wide habits
- Build and maintain usability and QA checklists that the team applies consistently before every handoff and launch, raising the baseline quality of every website we deliver
- Actively share what’s working in your own customer workflows, contributing to a growing library of team best practices that other Specialists can adopt and build on
- Participate in retrospectives and process reviews, identifying gaps in our delivery or communication standards and proposing concrete improvements that make the whole team better
- Work within our AI-assisted code workflow, using AI tooling to build efficiently and at pace
- Bring an AI-first mindset to your daily work, actively looking for ways to use emerging tools to do the job better
- Contribute to team process discussions, sharing what is working and flagging where the workflow can improve
Requirements
- AI-centric mindset: you default to AI-first thinking and are comfortable building in an environment where the tooling evolves quickly
- Hands-on experience building websites using AI-assisted development tools
- Clear, professional written communication skills, particularly in a customer-facing context
- Strong personal organization: you manage your own queue, hit your deadlines, and flag problems early
- Experience with AI-assisted development tools such as Claude Code or similar environments
- Background in customer success, digital agency work, or SaaS onboarding
- Familiarity with project management tools such as Asana or Jira
- Experience in the health, wellness, or fitness software space would be an asset
Benefits
- Health insurance
- Flexible work arrangements
- Professional development
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No Education Requirement
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